SAMUEL AKESSE

Contact: 024-*******

Email: ad40tm@r.postjobfree.com

SUMMARY

A bright, talented and ambitious IT Support Engineer with strong technical background who possesses self – discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of technologies and able to play a key role in diagnosing hardware, software and network issues and to ensure that quality solutions meet business objective.

Looking for a position which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.

SKILLS

• The ability to work effectively with multiple stakeholders in a multi-cultural environment

• Excellent listening and questioning skills, combine with the ability to interact confidently with client to establish what the problem is and explain the solution

• The ability to work well in a team

• Strong customer focus

• Excellent interpersonal skill

• Strong technical and analytical skills

• Attention to details

• Excellent time management skill with the ability to meet deadlines

• Excellent Incident and Escalation Management in BMC and Service-Now WORK EXPERIENCE

January 2017 – Present IT Service Desk Administrator (Contractor) GDS / MTN GHANA, Accra

Responsible for taking and logging incoming calls and providing efficient customer support for all 1

st

and 2

nd

line issues relating to Desktops, Laptops and Peripherals using remote access technologies.

Duties:

• Identify and diagnose issues

• Categorize and record reported queries and provide solutions

• Monitor issues from start to resolution

• Escalate if needed, unresolved problems to a higher level of support

• Promptly allocate calls as appropriate

• Provide first line of investigation and diagnosis and promptly allocate unresolved issues as appropriate

• Resolve incoming client and personal IT queries remotely via email and phone, or at the office

• Documenting processes and maintaining service desk / Service Now (SNOW) records

• Keeping informed of advancement in IT

• Ensure that all the issues are resolved on time

• Follow up with customers on a regular basis

PROJECTS:

• Worked with Service Now team in the migration of BMC to Service Now by comparing, checking and testing the catalogues and services in the Service Now before going live.

• Worked with the Enterprise Application team in the migration of outlook on-premises to cloud (office365), and assist end users in the migration.

• Worked with the Enterprise Application team in the migration of Cisco Anyconnect Client to Appgate SDP Client for VPN connection

January 2012 – 2016 IT Field Support Technician (Contractor) GDS / MTN GHANA, Accra

Duties:

• Installation, upgrade and maintenance of IT Equipment (eg. Client computer, network equipment, peripheral devices etc.)

• Monitoring and maintaining computer systems, software and networks

• Responding in a timely manner to service issues and request

• Providing technical support across the company (in person or over the phone)

• Setting up account for new users and profile and deal with password issues

• Support the roll-out of new application

• Troubleshooting system and network problems

• Diagnosing and resolving hardware and software issues

• Tests new hardware systems and identifies options for upgrading existing systems and peripherals.

• Take staff or clients through a series of actions, either face to face or over the phone to help setup system or resolve issues

• Repairing and replacing equipment as necessary

• Assist in technical upgrading and maintaining of entire desktop system

• Computer system maintenance

• Keeps and inventory of software and hardware

April 2011 to June 2011 IT Support Technician (Intern) BUSY INTERNET, Accra

Duties:

• Installing, configuring and troubleshooting software, hardware and network issues

• Repairing and servicing of computers

• Network cabling

• System backup

• End – user support

• Data recovery

• Problem identification and solving

• Printer installation and troubleshooting

• Assisting in technical upgrading and maintaining of entire desktop system

• Computer system maintenance

CERTIFICATIONS

• Microsoft 365 Certified: Endpoint Administrator associate

• Microsoft Certified Solutions Associate: Server 2012

• Microsoft Specialist: Windows 7, Enterprise Desktop Administrator

• Microsoft Specialist: Windows 7, Configuring

• Microsoft Certified IT Professional: Enterprise Desktop Administrator on Windows 7

• Microsoft Certified Professional

EDUCATION

2018 – 11 Diploma in Customer Service – Revised 2017 Alison

2018 – 12 Diploma in Communication Skills

Alison

2010 – 01 Professional Diploma: Hardware and Networking Engineer 2011 – 01 IPMC – Accra Ghana

HOBBIES

• Volunteering and community involvement

• Researching

• Listening to music

PERSONAL

• Date of birth - 23rd January, 1985

• Marital status - Married

• Nationality - Ghanaian

• Sex - Male

REFEREES

Available upon request

Contact this candidate